SVP, Workforce Management & Capacity Forecasting is a critical enterprise leader responsible for ensuring LPL’s Service and Operations teams have the right workforce capacity to deliver exceptional client experiences across all inbound service channels and operations processing functions. This senior leader will lead strategy, forecasting, planning, workforce management, and capacity optimization functions supporting a large-scale organization that spans contact center operations, digital engagement channels, operational processing teams, and future AI-enabled service models.
This role will partner closely with Service, Operations, Finance, and other business leaders to anticipate demand, align capacity with growth objectives, and enable scalable service delivery in a rapidly evolving environment.
Responsibilities:
- Develop and execute the workforce capacity and planning strategy across all inbound service channels and operational processing functions.
- Lead enterprise forecasting, capacity planning, and workforce optimization to ensure the right resources, skills, and capabilities are available to support client and business demand.
- Build and continuously evolve a best-in-class workforce management capability that balances client experience, employee experience, productivity, and cost efficiency.
- Leverage AI, automation, predictive analytics, and workforce intelligence solutions to improve forecasting accuracy, productivity, and operational effectiveness.
- Partner with Service, Operations, Product, Technology, Finance, and Business leaders to align workforce plans with growth objectives, strategic initiatives, and business priorities.
- Establish governance, performance metrics, and operating routines that drive accountability, operational excellence, and continuous improvement.
- Evaluate and optimize the impact of digital service channels, self-service capabilities, AI-assisted support, and automation on workforce demand and capacity requirements.
- Influence organizational readiness for major business events, product launches, regulatory changes, and seasonal demand fluctuations to ensure service and operational resilience.
- Build, lead, and develop a high-performing team of workforce planning, workforce management, and analytics professionals.
- Serve as a strategic advisor to executive leadership on workforce trends, capacity risks, productivity opportunities, and the future of service and operations delivery
What are we looking for?We’re looking for strong collaborators who deliver exceptional client experiences and thrive in fast-paced, team-oriented environments. Our ideal candidates pursue greatness, act with integrity, and are driven to help our clients succeed. We value those who embrace creativity, continuous improvement, and contribute to a culture where we win together and create and share joy in our work.
Requirements:
- Bachelor's degree in Business, Analytics, Data Science, Economics, Engineering, Mathematics, Operations Management, or another quantitative discipline.
- 15+ years of experience leading workforce management, capacity planning, operations planning, service operations, or related functions.
- Demonstrated success managing multi-channel customer service environments and operational processing functions.
- Expertise in workforce forecasting and management, capacity planning, operational analytics, service operations, and process optimization
- Expertise with modern workforce management and operational planning technologies.
Preferences:
- Experience within financial services, brokerage, banking, wealth management, or highly regulated industries.
- Experience implementing AI, machine learning, or advanced analytics solutions within service or operations environments.
- Experience leveraging Generative AI, agent-assist technologies, and automation platforms to drive productivity improvements.
- Knowledge of operations research, forecasting methodologies, and optimization techniques.
- Experience leading large-scale workforce transformation initiatives.
Pay Range:
$189,108.00 - $315,180.00
Actual base salary varies based on factors, including but not limited to, relevant skill, prior experience, education, base salary of internal peers, demonstrated performance, and geographic location. Additionally, LPL Total Rewards package is highly competitive, designed to support your success at work, at home, and at play – such as 401K matching, health benefits, employee stock options, paid time off, volunteer time off, and more. Your recruiter will be happy to discuss all that LPL has to offer!
